U.S. Bank is seeking an enthusiastic Help Desk Specialist with problem resolution and strong customer support experience to contribute toward the success of our technology initiatives. Provides first line of support and problem resolution for technology products or applications. Responds to inquiries and requests for assistance with organization's computer systems or PCs and resolves customer inquiries for one or more products or services. Analyzes simple to moderate issues and determines appropriate technical area or vendor to resolve problems. Maintains written documentation for each call; escalates complex problems to the next level of support as required by documented procedures; communicates efficiently and effectively with customers. Responds to customer calls, e-mail, chat, and other request tools for technical support. Displays sensitivity to callers' needs and situations. Actively uses and updates the knowledge of product in order to resolve issues. Understands and desires to meet individual and Service Center goals. Mentors team members to broaden team knowledge and technical skills.
Successful applicants will exemplify US Bank's ethical principles of uncompromising integrity, respect for others, accountability for decisions and actions, and good citizenship.
Qualifications
Basic Qualifications
-Associate's degree or equivalent work experience
-ITIL Service Management Foundation certification
-At least 1 year experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers.
-At least 1 year experience with providing effective and efficient real-time support for a variety of desk-top technology users.
Preferred Skills/Experience